• Understand the Service process and strictly follow every step operation.
• Ensure the highest standard of courtesy and integrity when interacting with customers and members of the public.
• Receive customer enquiries by telephone and in person and successfully convert these into firm bookings.
• Record accurately vehicle information, refer to service histories and effectively follow-up and prospect customers to secure repeat and incremental business.
• Enhance the reputation of the Company. At every opportunity when interacting with others.
• Ensure customer awareness of all products and services available by professional presentation and demonstration.
• Professionally sell additional products, services and repair work as appropriate to customers’ needs.
• Seek to obtain referrals for other car owners in customers’ families and among friends and associates.
• Advise customers of precise and where appropriate, estimated costs of repairs and work to be undertaken.  Advise on predicted completion times and collection arrangements.
• Ensure proper qualification and total understanding of customer needs and requirements.
• Satisfy customers’ needs through making additional products and services available to them.
• Communicate effectively both in person and by telephone so as to keep all customers fully advised as to the progress of repairs and services.
• Strive to delight customers in every aspect of their contact with the Service Department.
• Ensure that customers understand the work detailed on job cards and that they sign to evidence their agreement.
• Ensure customers are advised of all work undertaken and of the need for any further or future repair or servicing requirements.
• Ensure that customers fully understand the limits and conditions of such work and the effects of repair, especially on older vehicles.
• Contact customers prior to visit to confirm booking and vehicle information, details of work to be carried out and method of payment (where appropriate).
• Notify customers (as necessary) of progress, completion of work or any delay/ problems encountered.
• Performs effectively other tasks assigned by Workshop / Technical Service Manager.

Repair follow-up

•  Checking car status at Control Board or with Chief of Technician, if it will be finished at appointed time or any additional problem.
• Calling Chief of Technician explain for repair status (when Service Advisor cannot answer for customer)
• Keep informing to customer if repair completed especially who are waiting in waiting area
• Invite customer to delivery area

Delivery car

• Welcoming customer at the delivery area
•  Making salutation and greeting with smile
•  Asking for car receiving slip
• Using tools together with explaining repairing job such as Shop Manual, Parts Catalogue or Defect Parts
• Asking customer if there are have any inquiries
• Informing about next periodical service
• Advising self-basic maintenance
• Asking customer for any inquiries
• Signing in “delivered by” and giving customer sign in “received by”
• Inviting customer to cashier counter for payment process (waiting around in case any questions)    and back to delivery area

1. BBA or Technical certification of Automotive field or equivalence,
2. Smart and well presented in appearance and personal hygiene.
3. Ability to communicate clearly and unambiguously with customers, members of the public and other staff members and record all such interaction accurately.
4. Ability to access and pass information to other staff and to log onto paperwork and working documents.
5. Ability to calm and manage distressed and otherwise difficult customers in an effective manner.
6. Training in telephone answering techniques.
7. Competency in numeracy and literacy. Training in workshop computer systems and workshop loading systems.